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Module objectives
In this module, you will: Know the SAP CRM value proposition Know the main features of SAP CRM Describe the process categories of SAP CRM Log on to the SAP CRM system and navigate through the application
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The solutions offered by SAP CRM are categorized in the following way:
Source: https://websmp101.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000338980&
Dilip K Sadh
Key points
In this topic, you: Explored the value proportion of SAP for CRM Listed the main features of SAP CRM Analyzed a scenario where SAP CRM is useful
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Source: SAP
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Involved components an SAP twelve transportation scooters. Two weeks later after Mr. Chang has discussed the investment with his wife Ben visits Mr. Chang and gives him ofoffer for CRM Marketing Mr. Chang signs the contract with Ben. In addition, Ben is able to close a service agreement for the scooters. When going through Mr.changs data, Ben realizes that Mr. Chang also owns one of BMVs extra-long limousines, which meanwhile are available with hybrid technology. When asked, Mir. Chang is Customer Data delighted that this model is available and that Tom can give him an extra discount.
Three months later the scooters are delivered and the BMV-technician Tom shows up at Mr. Chang, to carry out the regular maintenance service as planned. Segmentation Mr. Chang complains about one of the scooters. Tom fixes it and realizes, that a part is unexpectedly broken. A month later it turns out that at 15% of all new scooters this part breaks. Tom unfortunately has to initiate a campaign, where this part is exchanged at all delivered scooters.
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Source: SAP
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Source: SAP
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Involved components of SAP CRM Sales Sales Planning and Forecasting Territory Management Opportunity Management Mobile Sales Quotation Management Pricing including Rebates 360Customer View
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Source: SAP
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Three months later the scooters are delivered and the BMV-technician Tom shows up at Mr. Chang, to carry out the regular maintenance service as planned. Mr. Chang complains about one of the scooters. Tom fixes it and realizes, that a part is unexpectedly broken. A month later it turns out that at 15% of all new scooters this part breaks. Tom unfortunately has to initiate a campaign, where this part is exchanged at all delivered scooters.
Source: SAP
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Resource Planning
Three months later the scooters are delivered and the BMV-technician Tom shows up at mister Chang, to carry out the regular maintenance service as planned. Mister Chang complains about one of the scooters. Tom fixes it and realizes, that a part is unexpectedly broken. A month later it turns out that at 15% of all new scooters this part breaks. Tom unfortunately has to initiate a campaign, where this part is exchanged at all delivered scooters.
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Source: SAP
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Source: SAP
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Source: SAP
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Source: SAP
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Key points
In this topic, you: Identified that SAP CRM supports different channels and marketing processes Listed SAPs Value Proposition for Marketing Analyzed how SAP CRM supports sales and service Explored SAP CRM Web channel Analyzed SAP CRM partner channel management, Trade Promotion Management, and Business Communication Management
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Key points
In this topic, you: Defined SAP CRM Industry Solution Explored the application of SAP in various industries Described SAP CRM Industry Solutions as SAP describes it
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Key points
In this topic, you: Listed the main Business Objects in SAP CRM Listed some more Features of SAP CRM
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Activity: Read the scenario and Identify the stages supported features of SAP CRM
Brian estimates the number of microwave oven that could be sold and evaluates the number of ovens that could be sold in each region. He forwards information about customers with high-interest to his colleague, Patricia, from the sales department. Patricia visits Ms. Jane, who owns a chain of restaurants, and gives her an offer for the delivery of twenty ovens. A month later, after careful consideration, Ms. Jane signs the contract with Patricia. In addition, Patricia is able to close a service agreement for the ovens. When going through Ms. Janes data, Patricia realizes that Jane also owns one of their MV refrigerator, which are now available with sixth -sense cooling technology. When asked, Ms. Jane is delighted that this model is available and that Patricia can give her an extra discount. A week later the ovens are delivered and the MV refrigerator technician Mathew shows up at Ms. Jane, to carry out the regular maintenance service as planned. Ms. Jane complains about one of the ovens. Mathew fixes it and realizes, that an electrical wire snaps, when used continuously. Mathew investigates and finds out that at 25% of all new ovens this wire breaks. Mathew now has to initiate a process, where this coil is exchanged at all delivered ovens.
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Module summary
You have completed the module on SAP CRM Overview, now you should be able to, Know the SAP CRM value proposition Know the main features of SAP CRM Describe the process categories of SAP CRM Log on to the SAP CRM system and navigate through the application
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Questions
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